Frequently Asked Questions
Last Updated: 10-September, 2009
Customer Service Center Quick Links
Help Topic: Frequently Asked Questions
Account Information
Returns & Cancellations
- What is your refund policy?
- The Intel® Business Exchange Returns & Refunds policy is posted here. For a complete list of our store policies, please visit our Store Policies page.
- How do I cancel my order?
- Orders placed by credit card may only be canceled the day they were placed. If you need to cancel your credit card order please contact Intel® BX customer service.
Please note that your order is processed in the most efficient manner possible and may not be able to be canceled.
- Orders placed by credit card may only be canceled the day they were placed. If you need to cancel your credit card order please contact Intel® BX customer service.
- When will the credit appear on my credit card?
- Your refund credit will appear on your card within 5 - 7 business days of Intel® BX processing your return.
- What is your refund policy?
Order Information
- What is my order status?
- To determine your order status, please sign in to your account and visit the Billing/Order History section of your account profile page.
If you do not find your order listed in this area, please contact Intel BX customer service for additional assistance. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To determine your order status, please sign in to your account and visit the Billing/Order History section of your account profile page.
- I didn't receive a receipt or serial number/download instructions email.
- Occasionally receipt or serial number/download instruction emails are blocked by email spam filters.
1. Check your spam folder. Be sure to add "ibx_support@intel.com" to your approved senders list.
2. Verify the email address provided during the purchase process. Sign in to your account here.
3. If your order contains both boxed products and downloadable products, delivery of download links and/or serial numbers may be delayed until the boxed products in your order are shipped. Please see Mixed Product Orders for more information.
Your receipt and serial number/download instructions are also available online. Sign in to your account to view your Billing/Order history to access this information.
- Occasionally receipt or serial number/download instruction emails are blocked by email spam filters.
- I need a copy of my serial number and/or download information.
- To access a copy of your serial number and/or download instructions, please sign in to your account and visit the Billing/Order History section of your account profile page. Locate your order and click on the "Download Instructions" link.
If you do not find your order listed in this area, please contact Intel BX customer service for additional assistance. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To access a copy of your serial number and/or download instructions, please sign in to your account and visit the Billing/Order History section of your account profile page. Locate your order and click on the "Download Instructions" link.
- I need a copy of my receipt.
- To view a copy of your receipt, please sign in to your account to visit the Billing/Order History section of your account profile page. Click on your order number to open your receipt in a new window.
If you do not find your order listed in this area, please contact Intel BX customer service for additional assistance. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To view a copy of your receipt, please sign in to your account to visit the Billing/Order History section of your account profile page. Click on your order number to open your receipt in a new window.
- What payment methods do you accept?
- Intel BX accepts the credit card payments from the following credit cards: Visa, MasterCard, and American Express.
- When will my credit card be charged?
- For all products purchased using the standard checkout process, your credit card will be charged within two (2) days after your purchase has been placed.
- How will the charge appear on my credit card?
- If you purchase using the standard checkout process, charges will appear on your credit card as “Intel BX Software Download Store”.
- Do I have to pay sales tax?
Applicable sales tax is charged for electronically downloaded software orders delivered to the following US States & Territories: AL, AZ, CT, DC, GU, HI, ID, IL, IN, KS, KY, LA, MA, ME, MI, MN, MS, ND, NE, NJ, NM, NY, OH, PA, PR, SD, TN, TX, UT, VT, WA, WI, WV, WY. Sales tax is automatically computed on both product(s) and shipping costs.
Applicable sales tax is charged for boxed software orders delivered to all US States & Territories except: AK, DE, MT, NH, OR. Sales tax is automatically computed on both product(s) and shipping costs.
- My company is tax exempt. Can I purchase without paying tax?
- We will gladly set up tax exempt profiles for customers from government institutions or other tax exempt organization. Prior to placing an order in the store, please contact Intel BX customer service who will assist in setting up your customer profile. You will need to fax a copy of your tax-exemption form with an address matching your order's billing or shipping address to:
Fax Number: (503) 712-5247
Attention: Intel BX Operations, Tax Exempt Purchase.
- We will gladly set up tax exempt profiles for customers from government institutions or other tax exempt organization. Prior to placing an order in the store, please contact Intel BX customer service who will assist in setting up your customer profile. You will need to fax a copy of your tax-exemption form with an address matching your order's billing or shipping address to:
- My company is tax exempt but I was charged tax in my purchase.
- We will gladly credit sales tax for government institutions or other tax exempt organizations. Just fax us a copy of your tax-exemption form with an address matching your order's billing or shipping address to:
Fax Number: (503) 712-5247
Attention: Intel BX Operations, Tax Exempt Purchase.Please include a copy of your receipt or your order number.
- We will gladly credit sales tax for government institutions or other tax exempt organizations. Just fax us a copy of your tax-exemption form with an address matching your order's billing or shipping address to:
- Can I order without a credit card?
- Intel BX currently only allows purchases to be made via a credit card. Intel BX accepts the credit card payments from the following credit cards: Visa, MasterCard, and American Express.
- What address should I enter the billing information screen?
- For credit card verification, you must enter the address exactly as it appears on your credit card statement.
- Should I put spaces, hyphens or dashes in the credit card number?
- No. Your card number should be entered as continuous string of numbers, without any spaces, dashes or hyphens between the numbers.
- Why is Intel BX not accepting my credit card?
- There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either at the Intel BX payment gateway or your bank, or may have encountered a machine error. If you do have problems with your payment, you can submit a request to Intel BX customer service. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.
- How do I start a new order?
- You can start a new order simply by clicking the following link: Start a New Order
- What is my order status?
Shipping
- Track My Order
- What shipping options does Intel® BX offer?
- Intel® Business Exchange ships most Intel® Software Development boxed product orders free of charge, using the FedEx* 2Day* service. Orders placed after 4 PM (Eastern) will be processed the next business day. If your order cannot be shipped using the default shipping method, a customer service representative will contact you.
- Which locations does Intel® BX ship to?
- Intel® Business Exchange ships boxed Intel® Software Development products to customers located in the United States. Intel® BX does not ship outside of the US.
- Second Day Shipping Delivery
- In-stock items ordered by 4pm (EST) and designated for second day delivery will be released from our warehouse the date the order was placed (pending credit card approval and verification). In-stock items ordered after 4pm (EST) with second day delivery may take an additional business day for delivery.
- Shipping Support
- For shipping support, please contact Intel BX customer service. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- For shipping support, please contact Intel BX customer service. Please be prepared to provide the following information:
Order Fulfillment
- Track My Order
- Boxed Products
- If the box product item(s) on you order are in-stock, we will ship them immediately from our warehouse. All box product orders are reviewed accuracy and are delivered safely and accurately, typically via FedEx.
- Electronic Downloads
- If your order contains only electronic download products, you will be able to access the products downloads and applicable serial numbers or products keys immediately upon approval of your order.
- Mixed Product Orders
- If your order contains a mix of both box products and electronic download products, fulfillment of the electronic download products will be delayed until all box products in your order are also fulfilled.
International Orders
- Where can I purchase Intel Software Development Products from outside the United States?
- Intel® Business Exchange accepts orders originating from many countries around the world. Choose your location from the available countries. All orders must be purchased using a valid credit card. Electronic delivery only.
If you do not find your country in this list, click here for a list of authorized distributors around the world.
- Intel® Business Exchange accepts orders originating from many countries around the world. Choose your location from the available countries. All orders must be purchased using a valid credit card. Electronic delivery only.
- International Orders and Export Compliance
- When purchasing from the Intel® Business Exchange, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You may also be subject to withholding tax obligations. Any additional charges for customs clearance must be borne by you; Intel has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
Additionally, when ordering from Intel® Business Exchange, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. If you are subject to withholding tax obligations, Intel expects you to comply and provide Intel® BX the information necessary to secure the appropriate credit to your account.
- When purchasing from the Intel® Business Exchange, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You may also be subject to withholding tax obligations. Any additional charges for customs clearance must be borne by you; Intel has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
- Why am I required to provide my VAT ID?
- Due to certain export and taxation limitations, VAT ID is required for all customers purchasing from European Union (EU) countries.
- Why am I getting an invalid VAT ID error message?
- The VAT registrion ID you provide in the storefront must match agree with your billing address. Be sure to enter the VAT ID without the leading country code. For example, if are from Germany and your VAT ID is DE123456789, please omit the "DE" country code and use only "123456789" when prompted to input your VAT ID.
- Where can I purchase Intel Software Development Products from outside the United States?
Privacy & Security
- What is your privacy policy?
- Credit Card Protection
- Intel does not save or retain credit card information collected during the transaction process.
- Virus Protection
- In the unlikely event your software download from a Intel BX storefront contains a virus, Intel agrees to either replace the affected software or refund the purchase price of the affected software. Intel's liability is limited to replacement or refund of only the virus-infected software downloaded from an Intel BX storefront and does not include any costs associated with repairing or replacing any computer components, hardware, additional software, computer files or any other costs associated with repairing, replacing or removing virus-infected files from your computer. Intel will cover this liability only if the virus resulted through no fault of your own from purchases made through a Intel BX storefront.
- Email and Spam Settings
- Occasionally, emails from the Intel BX storefront may be blocked by spam settings or filters. To reduce the chances of this happening, add "ibx_support@intel.com" to your approved senders list in your email client.
Intel® Software Development Products
- What license options are available for purchase?
- Only single-user licensea are available through the Intel Business Exchange Software Store. License variations such as node-locked, floating or academic must be purchased through an authorized distributor. Visit the Intel Software Development Products Worldwide Reseller Finder for a list of authorized distributors.
- What are the support service renewal policies?
- Within two hours of ordering (during normal business hours), Intel Business Exchange customer service will email instructions on how to register your support service renewal.
This support service renewal is for single-user licenses only. If you need the full version of academic software or other license variations, you need to purchase it from a reseller. Visit the Intel Software Development Products Worldwide Reseller Finder for a list of authorized distributors for a list of authorized distributors.
You can only renew services for the same product originally purchased.
Only registered products are eligible for service renewals.
Your support service renewal begins one year from the date of original product service expiration, not from the date of renewal purchase.
- Within two hours of ordering (during normal business hours), Intel Business Exchange customer service will email instructions on how to register your support service renewal.
- Where can I purchase Intel Software Development Products from outside the United States?
- The Intel Business Exchange Software Download Store only accepts orders from customers in the US. However, Intel Software Development Products are sold all over the world by many other resellers. Resellers in other geographies are listed on the Intel Software Development Products Worldwide Reseller Finder. Select the country in which you reside to find a reseller in your area that should be able to support your business. The Intel Business Exchange is expanding to accept international orders in 2009.
- What license options are available for purchase?
Cookies
- Why do I need to accept cookies?
- Cookies are placed on your browser for your convenience, and certain account features of the software store are cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.
Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our software store encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our storefront to recognize this browser.
- Cookies are placed on your browser for your convenience, and certain account features of the software store are cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.
- Are cookies a security risk?
- No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our software store encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our storefront to recognize this browser.
- How do I set up my browser to accept cookies?
- If you're using Internet Explorer 6+, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Privacy tab. The default browser setting is medium, which allows you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to Custom, click the Advanced button and choose Accept Cookies.
f you're using Internet Explorer 5.x, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Security tab. Select Internet, then Custom Level. Scroll down to Cookies and choose Enable.
If you're using Netscape 7+, go to the Edit menu and select Preferences. Double-click the Privacy & Security category, select Cookies. Set your Cookies preferences.
- If you're using Internet Explorer 6+, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Privacy tab. The default browser setting is medium, which allows you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If your setting has been set to Custom, click the Advanced button and choose Accept Cookies.
- Why do I need to accept cookies?
Support
- I need billing, payment or shipping support for my product.
- For assistance with billing or payment for your order, please contact Intel BX customer service. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- For assistance with billing or payment for your order, please contact Intel BX customer service. Please be prepared to provide the following information:
- I need download support for 3rd party software products.
- Please review Download Information - 3rd Party Software Products or Troubleshooting 3rd Party Software Downloads for further assistance.
- I need installation or technical support for 3rd party software products.
- Please review Troubleshooting 3rd Party Software Downloads. For further assistance, please contact the manufacturer of the product you are having issues with. Please do not contact Intel Customer Support or Intel BX customer service for technical support questions related to 3rd party software products. All support requests related to 3rd party products will be referred to the manufacturer of that product.
- I need download support for Intel Software Development products.
- For issues related to downloading Intel Software Development Products, please go to http://software.intel.com/sites/support.
- I need installation or technical support for Intel Software Development products.
- For assistance with installation or use of Intel Software Development Products, please go to http://software.intel.com/sites/support. Please do not contact Intel Customer Support or Intel BX customer service for technical support questions related to 3rd party software products. All support requests related to 3rd party products will be referred to the manufacturer of that product.
- I need billing, payment or shipping support for my product.
Download Information — 3rd Party Software Products
- How do I download?
- Follow these steps to download 3rd party software products:
1. Click the file download links found in the order confirmation page or in download instructions email sent after your products were purchased. This will cause your browser to begin to download the software Download Assistant.
2. If prompted to Run or Save file, click on “Run”. This will begin the download process. If asked “Do you want to run this software?”, click on “Run” again.
3. When the Download Assistant launches, you may save your software installation file to any location you would like by clicking on the Browse button and specifying a new location.
4. Click on Start to begin the actual download. After the download has completed, the installation process should begin automatically.
Where do I download the file?
Using the Download Assistant, you can download the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop, this will make it easier for you to find and install the product once you have completed the download.What will happen when I download?
Once the download starts, you will see a status bar in the Download Assistant, indicating download progress. Once this progress bar reaches 100%, the product installation will begin.
- Follow these steps to download 3rd party software products:
- I'm having issues during download or installation.
- If you experience any issues during the download or installation process, please see Troubleshooting 3rd Party Software Downloads for further assistance.
- How do I re-download 3rd party software that I have purchased?
- To re-download software you have already purchased, you will need contact Intel BX customer service. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To re-download software you have already purchased, you will need contact Intel BX customer service. Please be prepared to provide the following information:
- What if the download stops before it is complete?
- This site provides downloads that adheres to the HTTP 1.1 specification that allows for re-startable downloads. Therefore, if your download stops or is interrupted before it is complete, simply press the begin download button again and the download should resume where it left off. If you need to review download instructions, please see the FAQ titled: I need a copy of the download instructions.
- I’ve finished downloading. Where do I find it?
- The best way to know where your download saved is to pay close attention to the location you selected in Download Assistant. If you know the filename, you can do a search on your computer for it.
- I need a copy of the download instructions.
- To view the download instructions, please sign in to your account to visit the Billing/Order History section of your account profile page. Locate your order then click on the Download Instructions link to view the download instructions and download link(s) for products purchased in your order.
If you do not find your order listed in this area, please contact Intel BX customer service for additional assistance. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To view the download instructions, please sign in to your account to visit the Billing/Order History section of your account profile page. Locate your order then click on the Download Instructions link to view the download instructions and download link(s) for products purchased in your order.
- How do I download?
Troubleshooting 3rd Party Software Downloads
- Frequent Download Assistant Errors
- All Download Assistant (DA) error codes are preceded with PTXDA and the number which follows corresponds to the following error table:
Error # Possible Resolution(s) 100 Re-download the Download Assistant. Please ask Intel BX customer service to re-send download URLs, if necessary. 101 Make sure that your PC is connected to the Internet. 102 Please ask Intel BX customer service to re-send download URLs to your email address. 105 1. Re-download the Download Assistant.
2. Ask Intel BX customer service to re-send download URLs.
3. Make sure that you are trying to run the Download Assistant on a PC using a support OS (Windows, Max OS X, Linux)
4. If problem persists, contact Intel BX customer service for further assistance.
106 Re-download the Download Assistant. Please ask Intel BX customer service to re-send download URLs, if necessary.
- All Download Assistant (DA) error codes are preceded with PTXDA and the number which follows corresponds to the following error table:
- Frequent Installation Assistant Issues
- Installation Assistant error codes are preceded with PTXIA and a numerical value.
Error # Possible Resolution(s) PTXIA18 Additional activation assistance needed. Please contact Intel BX customer service. All other errors Re-download the Installation Assistant. Instead of clicking the install button on the Download Assistant, save the Installation Assistant to your desktop and then run IA.exe. Admin privileges errors Admin privileges errors Make sure that you are logged into your PC as an Administrator. If you do not have Administrator privileges for your PC, please contact your System Administrator so they can complete the installation process.
- Installation Assistant error codes are preceded with PTXIA and a numerical value.
- Internet Connectivity Issues
- Sometimes there are network connectivity issues, due to which the Download Assistant or Installation Assistant may not be able to deliver the software package.
Frequent Connectivity Issues If there is a firewall installed on your PC, make sure it allows the Download Assistant to access the Internet. If your Internet browser uses a proxy server to connect to the Internet, please use the option to specify the proxy server settings to use the options illustrated in the figure below. After specifying the proxy server settings, re-try the download. If problems persist, please contact Intel BX customer service.
- Sometimes there are network connectivity issues, due to which the Download Assistant or Installation Assistant may not be able to deliver the software package.
- Frequent Download Assistant Errors
Download Information – Intel Software Development Products
- How do I download?
- Follow these steps to download 3rd party software products:
1. Click the file download links found in the order confirmation page or in download instructions email sent after your products were purchased. This take you to the Intel Registration Center, where you will be prompted to register your product.
2. Follow the instructions on the page to complete your product registration. You may complete your registration now, or complete this step at a later date.
3. Once you have registered your product, you will be taken to a new page where you can begin the download process.
4. Verify the product version information that is pre-populated into the steps outlined on the page. If all information, including your desired product version is correct, click on the Download link, and then complete the rest of the steps as indicated.
- Follow these steps to download 3rd party software products:
- Issues during download or installation
- If you experience any issues during the download or installation process, please go to the Intel Software Development Products Customer Support page for further assistance.
- How do I re-download Intel® Software Development Products that I have purchased?
- To re-download Intel® Software Development software products you have already purchased, you will need to log in to the Intel® Registration Center. Follow the “Registered users login” prompts to log in. Once logged in, you will see a list of all products previously registered to your account and available download options.
- I need a copy of the download instructions.
- To view the download instructions, please sign in to your account to visit the Billing/Order History section of your account profile page. Locate your order then click on the Download Instructions link to view the download instructions and download link(s) for products purchased in your order.
If you do not find your order listed in this area, please contact Intel BX customer service for additional assistance. Please be prepared to provide the following information:
1. Your order number
2. Your email address
3. The date you made your purchase
- To view the download instructions, please sign in to your account to visit the Billing/Order History section of your account profile page. Locate your order then click on the Download Instructions link to view the download instructions and download link(s) for products purchased in your order.
- How do I download?
Other
- Why has Shop Intel closed?
- In order to more effectively align resources with Intel's overall business, marketing, and support strategies, Shop Intel has closed. Details and FAQs about the Shop Intel closure, are posted here.
- Now that Shop Intel has closed, where can I purchase Intel merchandise?
- Intel merchandise can be purchased online at TheIntelStore.com.
- Why has Shop Intel closed?
